Resident Experience Associate

Clear Investment Group•Cleveland, OH

7d•$20 - $25•Onsite

About The Position

Indian Hills Residences is seeking a proactive, personable, and detail-oriented Resident Experience Associate to support resident satisfaction, property appearance, and the day-to-day experience within its residential community. This highly visible, resident-facing position connects residents with property management, helping ensure concerns are addressed, community standards are maintained, and property-related issues are identified and followed through to resolution. The ideal candidate is approachable, observant, solutions-oriented, and committed to customer service and maintaining a safe, clean, and welcoming living environment. This active, hands-on role requires spending most of the workday throughout the community rather than stationed in an office.

Requirements

Strong interpersonal and communication skills, with the ability to interact professionally and effectively with residents, coworkers, and vendors.
Proactive and observant, with the ability to identify property deficiencies, cleanliness concerns, and potential safety hazards.
Strong problem-solving skills and a solution-oriented approach to resident complaints, concerns, and service requests.
Highly organized and detail-oriented, with the ability to document issues, track follow-ups, and manage multiple priorities.
Comfortable spending most of the workday walking the property, interacting with residents, and inspecting common areas.
Ability to handle challenging resident interactions with patience, professionalism, and discretion.
Dependable and responsive, with a commitment to following through on assigned tasks and identified concerns.
Ability to work independently while maintaining consistent communication with the property management team.
Basic computer proficiency and ability to use property management software, email, and other reporting systems.
Willingness to assist with light property upkeep and community improvement efforts as needed.

Nice To Haves

Two or more years of experience in customer service, resident relations, hospitality, property management, or a related field (strongly preferred).
Previous experience in multifamily housing, property management, resident services, hospitality, or customer service.
Experience handling resident complaints, conflict resolution, and service coordination.
Familiarity with property management software and work order tracking systems.
Strong written communication and documentation skills.
Ability to perform frequent property walkthroughs, including walking, standing, and navigating stairs throughout the workday.
Valid driver's license, if required for assigned duties.

Responsibilities

Serve as an approachable, visible point of contact for residents and proactively engage with them to identify concerns, answer questions, and support a positive living experience.
Respond promptly and professionally to resident complaints, questions, and service needs; help residents navigate property procedures, submit service requests, and connect with appropriate management personnel.
Coordinate resolution of resident concerns with property management and maintenance teams, follow up with residents, and provide updates on outstanding issues.
Conduct multiple daily walkthroughs of grounds, building interiors, hallways, stairwells, elevators, entrances, and common areas.
Monitor cleanliness, appearance, functionality, and condition of the community; identify and document deficiencies, damage, vandalism, and potential safety hazards.
Address minor deficiencies when appropriate and within the scope of the position; report maintenance, landscaping, groundskeeping, janitorial, and other service needs to appropriate personnel.
Track outstanding issues, conduct follow-up walkthroughs, and escalate urgent safety concerns, unresolved complaints, and recurring property issues to management.
Maintain accurate records of resident interactions, property observations, incidents, and follow-up activities, and provide management with regular updates.
Support community cleanliness, organization, and presentation, including monitoring trash areas, entrances, hallways, and shared amenities and addressing minor clutter or litter when appropriate.
Help reinforce community rules and standards through respectful communication and assist with maintaining safe, orderly, and welcoming common spaces.
Build positive relationships with residents, communicate community announcements and updates as directed, encourage participation in programs and activities, and relay recurring concerns and feedback to management.
Remain alert to suspicious activity, property damage, emergencies, and unsafe conditions; promptly report and document incidents and communicate safety information as directed.
Maintain communication with the Property Manager and on-site team, coordinate with maintenance, janitorial, groundskeeping, and third-party vendors, and support resident satisfaction and operational initiatives.
Attend team meetings and training sessions and perform additional resident-facing and community support responsibilities as assigned.